Our focus is on achieving positive outcomes for children and young people, and we regularly review our practices to ensure we are meeting this goal. Regular reviews of complaints and outcomes help us to identify areas for improvement and to implement necessary changes.
We have a clear and transparent complaints procedure to ensure that any concerns are addressed promptly and effectively. We are committed to learning from feedback and continuously improving our services. Our focus is on achieving positive outcomes for children and young people, and we regularly review our practices to ensure we are meeting this goal. Regular reviews of complaints and outcomes help us to identify areas for improvement and to implement necessary changes. We have a clear and transparent complaints procedure to ensure that any concerns are addressed promptly and effectively. The following are the stages of complaint handling, who would handle them, the timescale for handling complaints, and how outcomes would be communicated to appropriate professionals:
· Who Handles: The complaint is initially received by the Complaints Officer.
· Timescale: Acknowledgement of the complaint within 2 working days.
· Process: The Complaints Officer logs the complaint and provides an initial response to the complainant.
· Who Handles: The Complaints Officer conducts a preliminary investigation. If the complaint is complex, it may be escalated to the Registered Manager.
· Timescale: Investigation to be completed within 10 working days.
· Process: Gathering relevant information, interviewing involved parties, and reviewing documentation.
· Who Handles: The Registered Manager reviews the findings and determines the appropriate resolution.
· Timescale: Resolution to be communicated within 5 working days after the investigation is completed.
· Process: Developing a resolution plan, which may include corrective actions, mediation, or further support.
· Who Handles: The Complaints Officer communicates the outcome to the complainant and relevant professionals.
· Timescale: Outcome to be communicated within 2 working days after the resolution is determined.
· Process: Providing a written summary of the findings and resolution to the complainant and informing relevant staff and professionals of any actions to be taken.
· Who Handles: The Complaints Officer ensures that the resolution is implemented and follows up with the complainant to ensure satisfaction.
· Timescale: Follow-up within 10 working days after the outcome is communicated.
· Process: Checking that the agreed actions have been taken and that the complainant is satisfied with the resolution.
· To Complainant: A detailed written response outlining the findings, resolution, and any actions taken.
· To Relevant Professionals: A summary of the complaint and resolution, along with any necessary actions or changes to practice.
· To Management: Regular reports on complaints and outcomes to identify trends and areas for improvement.